Job Description

Customer Services Manager

Corporate Bank The Corporate Banking division of Deutsche Bank combines all cash management services for our corporate clients. Cash management has gained in importance and has become increasingly the focus of attention for corporate treasurers over the last years. Deutsche Bank provides our multinational clients with Cash Management solutions tailored to their specific needs, especially electronic banking products, payment services, liquidity management and other value added services. In order to meet this challenge, optimal combination of products and services with a dedicated Client Deal Team of Sales, Relationship Managers / Coverage team, Implementation, Customer Service, Electronic Banking and Product Managers is a prerequisite. In addition, our intimate understanding of the Cash Management strategy of our clients plays a key role in the successful implementation of Cash Management solutions.

Deutsche Bank offers state-of-the-art Cross Regional Cash Management products and solutions, as one of the major banks on the global scale. Our ability to provide dedicated personal support to Global brand named corporate clients is critical to maintaining our position as a leading major industry player

Your Role Client facing job. The Customer Service Officer is responsible to ensure an excellent service & to manage the full periodic KYC(Know your client) process for a portfolio of our most important clients on a global or Cross Regional basis, by proactively visiting, monitoring and improving the service levels, building a good understanding of the clients' business as a basis for consultancy on new business and prioritizing issues in day to day business, acting as a sparring partner for internal (e.g. Sales, Implementation, Relationship Management) and external counterparts. To fulfil the role as the clients advocate within the global Cash Management organization, the Customer Service Officer will act upon high complex client inquiries or escalations, to resolve them by taking ownership and revert with a final response. Take care of client satisfaction so that it is easy to do business with DB and service is the reason to stay.

Your Key Responsibilities

Reports to the Head of Implementation and Service.

Management of full periodic KYC (Know your client) & New client adoption.

Management of a personal portfolio of selected Global Brand Name clients, providing a dynamic, sensitive & professional contact point and coordinator for all their strategic and day-to-day service needs upon hand over.

As the dedicated focal point and the face of Deutsche Bank Cash Management, receive enquiries from selected clients and respond immediately or hand over to the appropriate operational units for handling, utilizing our web based tracking & monitoring tool to co-ordinate, follow up and provide status updates and final resolution to those clients.

Respond to account / transaction related inquiries and provide solution in close coordination with internal departments or other Implementation and Service units abroad.

Liaise closely with global & regional Cash Management Implementations, Sales, Product Management and service teams in a dynamic international environment.

Travel to our client's main offices in order to conduct client quality service reviews based on pre- agreed quality indicators to discuss client's Cash Management service experience on a global or European level and to ascertain client expectations relative to quality of day-to-day customer service are continuously met. Facilitate internal pre-meeting briefing sessions with all key stakeholders prior to such meetings incorporating data gathering, preparation, key strategy messages and follow up.

Gain a comprehensive account overview on complex and customized cash management solutions and provide a proactive service, e.g. provide recommendations for service and automation improvements.

Provide local assistance / support for the Cross Regional customer service team network when required.

Work in close collaboration with Sales to ensure optimal client coverage around daily service needs.

Organize and lead (international) meetings on issues and escalations that impact client's Cash Management operations. Take responsibility/ownership for the identified issues until a successful resolution is implemented.

Act as liaison and end to end escalation point between client and respective business units within DB and develop Contingency plans for clients if applicable.

Proactively monitor important transactions (netting rounds).

Create and maintain detailed Service plans for client portfolio which contains detailed information on the Cash Management scope for the client.

Responsible for billing reviews. Negotiate any discrepancies found with Sales and client and coordinate the pricing correction in the various countries.

Identify cross-selling opportunities and to liaise with Sales about further follow-up Daily Operational Management.

Act as knowledge owner and liaison between I&S teams and Product Management for dedicated subjects.

Responsible for updating standard operating procedures (formal/informal processes).

Participant into local work cell or stakeholder meeting.

Initiate, coordinate and monitor service improvements and efficiencies (i.e. inflow reduction) that benefit the client and/or the bank by actively liaising with responsible stakeholders locally or globally.

Act as liaison with the 'other dynamic Client Deal Team members. During the handover phase to Customer Service lead the Client Deal Team, arrange and chairs (client) meetings, such as the kick-off meeting and progress meetings. But also internal meetings with stakeholders. This is done in co-ordination with Sales, Implementation and Coverage team.

Personal competences:

Comprehensive Knowledge of regulatory requirement and corporate KYC process & client adoptions.

Strong client focus.

Ability to balance between DB interest and client's interest.

Make decisions within guidelines and policies to avoid risks.

Strong interpersonal and communication skills.

Analytical, decisive and problem solving skills.

Ability to take full ownership and responsibility across the Cash Management

Organization.

Flexibility and willingness to work autonomously.

Ability to withstand stress, organize and set priorities to meet deadlines/targets whilst remaining responsive, calm and attentive to client needs, proactive mind-set.

Strong interpersonal and communications skills, verbally and in written.

Accurate, first time right attitude.

Ability to encourage and persuade colleagues around the global DB infrastructure to obtain specific, accurate and timely answers/solutions for clients.

Continuous improvement capabilities.

Your Skills and Qualifications

Bachelor or Master degree, preferably in Finance or Business Administration.

knowledge of banking products, innovation in banking products and service.

Fluent in English and [language) (written and spoken).

5+ years of experience in the banking industry and Cash Management.

Preferable Lean Six Sigma green belt (or higher).

Has in depth knowledge of complex Cash Management products.

Good knowledge on policies and regulations, PSD2.

Well experienced in interacting with clients.

Strong client centric focus, service minded.

Responsible, pro- active and taking ownership.

Strong interpersonal and communication skills.

Accurate, first time right attitude.

Calm under pressure.

Decisive and problem-solving skills.

Continuous improvement mind-set.

Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, colour, sexual orientation or disability.

We guarantee that your application will remain anonymous and be treated confidentially. Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.

We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.

Click here to find out more about our diversity and inclusion policy and initiatives.

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